Civil Aviation Authority of New Zealand
28 May 03
MEDIA RELEASE
Positive Client Survey for Civil Aviation Authority
The results of a recent client satisfaction survey by Colmar Brunton were announced today by the CAA Chairman, Rodger Fisher. Interviews were conducted with 302 CAA clients from the New Zealand aviation community to find out how they viewed the CAA.
Mr Fisher said that the survey showed pleasing improvement compared with the last survey completed in 1998, but he acknowledged that there were some criticisms.
In terms of overall satisfaction, 31 percent of those surveyed rated the CAA's performance as excellent, and a further 56 percent the rated the performance above average. Thirteen percent rated the performance as poor.
"In some areas, such as the usefulness of CAA publications, forums, workshops and seminars, a large majority of clients rated the CAA as excellent. We acknowledge that there are still areas that could be improved, such as turnaround time, and dealing with complaints.
"One of the most satisfying results was in the area of medical certification, where 72 percent of clients surveyed viewed the systems as satisfactory, or better, with 26 percent rating it as excellent.
"It was pleasing to see the CAA is now seen to be professional, authoritative and approachable. Eighty percent of clients, including, aircraft owners, pilots, and maintenance organisations agree that the CAA works more in consultation with them than in the past. They also thought the CAA was still too bureaucratic, which is probably to be expected, given the CAA's role the regulator," Mr Fisher said.